I have used this UPS store frequently the past couple of years without any complaints. But recently I had a terrible experience.
About 10 days ago, before sending an overnight package to DC containing important medication for my s/o, I inquired with the staffer if UPS stores ship to other UPS stores and serve as a "pick-up" point for said packages. In the past, packages have been taken off our DC front porch, so, the thinking was, if I could send the package to the UPS store down the street from our DC residence, it would be secure and I wouldn't have to have it sent to the recipients daughter in a neighboring town (where packages left on the porch are safe), nor worry about it being taken from the porch at our DC residence.
The staffer told me yes, I could send it to the UPS store where my s/o could pick it up.
So, I proceeded to look up the address, he entered it into the system, said he put it to the attention of the recipient. Before I paid, I asked again - "Are you sure he can pick up the package there?" He confirmed & mentioned that he put a note in with the recipients name & I can tell him it will be at the specified UPS store for pick up by the close of business the next day. I paid the $77, received the tracking number and left thinking everything was fine.
The package was sent to the correct store in DC, but they did not hold the package for pick up because the recipient does not have a mailbox at that store. So, he was told that it was "sent back." It was not specified if it was being sent back to my address (as the sender) or the UPS store in Palm Beach. Turns out it was the UPS store in Palm Beach. My s/o called the PB store and asked them to call him when the package arrived back and he would like it sent to his daughter's address in Arlington. Well, the call never came, so a few days later my s/o followed up again. He was told the employee who handled the shipment was not in but they would have him call when he comes to work at noon. Eventually he did call, hours later, and left a message that the package is on the way to be resent, this time to the Arlington address my partner gave him. My s/o called back, asked them to hold the package for me to pick up since we didn't want another issue & I will be going to DC in a few days anyway.
I went into the store the next day to retrieve the package. When I did, I inquired about a refund to the staffer who helped me and two of his colleagues standing nearby, mentioning that before I shipped it to the DC store instead of Arlington or our DC address, I asked "an employee" if UPS ships to other UPS stores, and do those stores hold the package for the recipient to pick up...and I was told "yes, they will." Immediately the staffer spoke over me & said "I am the person you asked." I was aware it was him but was trying not to single anyone out in front of their co-workers.
He proceeded to continuously argue with me over semantics instead of addressing the actual issue, which is that I asked him a question about a service & he gave me incorrect information. Based on that incorrect information, I paid $77 to send a package that was returned. He then proceeded to try and tell me, in front of his colleagues, that I simply walked in to their store that day, gave him an address to a UPS store & had him send it there, which is a complete fabrication. When I insisted again, that I inquired with him TWICE if UPS stores offer pick up point service when things are shipped from another UPS store, he said that was untrue. To me, this is strange, because one minute earlier, when I explained I had asked an employee if this was a service UPS stores offered, he said he was the person I asked.
It's mind boggling that someone would double down on their mistake in such an adamant & argumentative way. I suppose he figured the more he said it and the louder he said it, it would become true.
Then another employee interjected, curtly said I would not be getting a refund but she will pass my information on to a manager if I would like to speak with one. I was surprised, because generally, this employee is very polite. In fact, I will say she is a big part of the reason I used this UPS store. In the past all my interactions and observations of her in the store are that she is incredibly knowledgeable, hard working & polite. I wrote down my information. She said each individual UPS store decides if they want to hold a package for pickup. I asked then, WHY wasn't I told THAT?! The parting shot from her was, again, I will not be getting a refund because I signed off on the shipping address. I mentioned that I did so, based on the incorrect information I received from the store employee and that I would not be using this UPS store location again.
So, it's been more than 24 hours, & the manager still has yet to call.
Long story short - go here if you want to spend $77 to be given incorrect information, have your package returned and be called a liar. read more
